Program Manager

Role Description

As part of the Customer Experience Service Development Organization, the Launch Readiness team acts as the bridge between Customer Experience and the Product & Engineering teams. They work closely with CX, Product, Design, and Engineering to advocate for customers and ensure that internal CX support teams have all necessary supportability processes in place for successful product launches.

The role focuses on three key phases of the product release lifecycle:

• Release Readiness: Providing product development consultation and insights, enabling the Product Roadmap for customer-facing teams, and managing Alpha/Beta/Early Access programs.
• Release Operationalization: Coordinating and overseeing the launch/release process, communicating new feature details and timelines to customer-facing teams, and monitoring and addressing any issues during rollout.
• Post Launch: Monitoring performance using data insights and providing feedback to the product teams.

Responsibilities

• Developing and maintaining product and service offering knowledge.
• Representing the customer’s perspective throughout the product release lifecycle to help product teams better understand the customer experience.
• Leading the integration of new products within the CX organization, in partnership with Product Marketing, Product, Legal, and Engineering.
• Providing product roadmap guidance and specialized knowledge to the broader CX organization, including presentations and Q&As.

Requirements

• Co-managing and supporting cross-departmental projects and initiatives, collaborating with colleagues across North America, Europe, and APAC.
• Collaborating with teams within and outside of CX, such as Engineering, Content and Technology, to ensure that tools and materials are prepared and maintained pre/post launch.
• Define tooling requirements for enhancements for our internal support tool.
• Managing, communicating, documenting, and organizing information about product releases, updates, deprecations, and other changes, presenting this knowledge to the CX organization in a clear and structured manner.

Preferred Qualifications

• You hold a degree with a focus in business, technical, IT, product.
• You have 4+ years of relevant professional experience, ideally within a B2B, SaaS, or service environment, working closely with customer-facing and/or product teams.
• You are self-driven, team player, effective, and possess strong problem-solving skills.
• You communicate clearly and concisely, with the ability to translate technical concepts for non-technical audiences and distill key information into succinct updates.
• You have demonstrated analysis skills, using tools like SQL, spreadsheets, or similar.
• You have project management experience
• Ideally, you have prior experience in a customer-facing role.

Total Rewards